The purpose of this job is to serve as a dispatcher for emergency calls regarding power generator repairs and maintenance. The person in this role will act as a liaison between customers requiring service and power generator technicians. Additional responsibilities include coordinating and scheduling all preventative maintenance for power generators sold by our sales staff.
Coordinates emergency maintenance dispatch for power generators located throughout the United States.
Answers emergency calls and gathers information about service issue.
Calls technicians in local branch service area and explains the issue and coordinates them to arrive at the PG unit within two hours of the initial calls.
Obtains ticket number for service issue.
Invoices all emergency dispatch service and preventative maintenance.
Monitors personnel and equipment locations and utilization to coordinate monthly service schedules.
Sends dispatch service schedule (as needed) to customer for approval, in order to allow service technician onto customer's premises.
Records and maintains files and records of customer requests, work or services performed, expenses, inventory, and any other dispatch-related information.
Receives Smart Ticket from customer and enters information into their respective online billing system.
Confers with customers or supervising personnel to address questions, problems, or requests for service of equipment.
Reconciles invoicing issues/disputes with customers and accounting department.
Contacts customer with information from service technicians regarding recommended service and then schedules services the customer agrees to.
Promotes and endorses all aspects of safety policies and procedures.
Endorses and actively supports customer service excellence efforts.
Performs other duties as necessary.
KNOWLEDGE AND SKILL REQUIREMENTS
High School Diploma/GED or an acceptable level of skills and experience.
Knowledge of power generators including their design, how they work, and how they are operated is desired but not required.
Knowledge of Cummins products, programs, policies, and procedures.
Knowledge of administrative and clerical procedures such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.
Skills in active listening, including giving full attention to what callers are saying and asking questions as appropriate.
Computer and Microsoft Office skills.
Excellent communication skills (i.e., in person, over the phone, and via email).
Ability to manage multiple incoming calls and dispatch technicians in a timely manner.
Ability to navigate Cummins computer operating systems and related software.
Ability to work without direct guidance and oversight.
Ability to prioritize and multitask with efficiency.
Ability to provide great customer service.
Ability to work well with others.
Must have strong attention to detail.
Strong commitment to employee safety and customer satisfaction.
Work takes place in an office setting equipped with a computer, desk, phone, and other typical office equipment.
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
Cummins uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
A little about us:
No, this isn't one of those ordinary jobs.